Telephone Customer Services Certification
Why you should study with us
Telephone Customer Services Certification
A customer's experience of telephone-based service goes a long way in shaping their opinion of an organisation.
Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.
This course will give you lots of practical strategies that will help you and your team identify customers' needs and offer them appropriate solutions.
You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.
You Will Learn:
- Why telephone-based customer service is so important and the steps you must follow to create a good first impression
- Eleven practical ways to improve your communication skills, understand your customer's needs and arrive at a mutually satisfactory solution
- The advantages and disadvantages of telephone-based customer service
Benefits of Taking This Course:
- You will learn how to engage with customers and help resolve their problems, thereby improving your company's image and widening your customer base
- If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
- If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
- The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Telephone Customer Services Certification
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
This course is incredibly helpful and easy to understand to start off a career in event planning. The case studies give you an insight into the real world of this role and not just the "shiny exterior". I'm loving this course and cannot wait to use the knowledge that I have gained in the [hopefully not so distant] future!
Leanne Dormer
This course is brilliant! Extremely easy to follow and understand. You are able to do it in your own time so there's no pressure.
I've now just completed it and enjoyed the whole experience. I can't wait to get my little business up and running. Thank you all
Louisa Forsyth
For me, as a current employee in Human Resources, this HR Management Course was an excellent opportunity to get more insight of the industry and my job role. The course provided with a lot of relevant information that I could relate to in my job role as well as find ideas that I would be able to adapt in my workplace. I am keen on sharing my knowledge and implementing these new ideas in order to help our company achieve success. Would highly recommend this HRM course to people desiring to join Human Resources as well as the ones already working in the industry as everyone will be able to obtain something that will help them develop as a worker, a person and a future HR Manager!
Sandra Zinkeviciute
Great course. Easily readable online, no jargon and had up to date information and illustrations as well as the sources that were used within the modules. Most modules had an assessment at the end where you could check your own knowledge - this was a great add on to ensure you are up to speed. The exam was easily laid out great with no tricky to read questions. The completion certificate was easily accessible on completion and you are given your grade immediately after the exam - it even gives you the option to see your incorrect answers so you can review them in your own leisure. All of the modules are printable so you can ready back as often as you like. Not only this, but throughout the whole course, you have the ability to email representatives of the course who will answer any questions you may have and they are very prompt with their responses. I was overall very happy with this course and will definitely keep New Skills Academy in mind when taking future course. Thank you!
Gemma Johnston
Quick and easy, can learn in your own time which was great. I have an 8-week old baby and managed to complete with no pressure. Everything was broken down so well and helpful videos along the way.
Will be taking more courses with New Skills Academy, I wish I did the course years ago. I have the experience in waxing but because I gave up my college course to have my baby, I don’t have the time to go back and I was close to qualifying.
I took this course and passed without all the hassle of going back for a year. Thank you, New Skills Academy.
Sofia Legg
I wanted a qualification to back up the practical experience I had gained in my last job. I found logging in and navigating the site very easy and I really like the flexibility it gave me; being able to study around my usual working day. The topics were well laid out and explained and I understood well through relevant examples.
The test at the end was straightforward however some rewording of the multiple answers would make it more understandable. But otherwise I'm really happy with this course and I have actually learnt more than I expected.
I would not hesitate to use this company again and have in fact bought another course since.
Jenna Woollon
Telephone Customer Services Certification
A customer's experience of telephone-based service goes a long way in shaping their opinion of an organisation.
Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.
This course will give you lots of practical strategies that will help you and your team identify customers' needs and offer them appropriate solutions.
You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.
You Will Learn:
- Why telephone-based customer service is so important and the steps you must follow to create a good first impression
- Eleven practical ways to improve your communication skills, understand your customer's needs and arrive at a mutually satisfactory solution
- The advantages and disadvantages of telephone-based customer service
Benefits of Taking This Course:
- You will learn how to engage with customers and help resolve their problems, thereby improving your company's image and widening your customer base
- If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
- If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
- The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Telephone Customer Services Certification
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
This course is incredibly helpful and easy to understand to start off a career in event planning. The case studies give you an insight into the real world of this role and not just the "shiny exterior". I'm loving this course and cannot wait to use the knowledge that I have gained in the [hopefully not so distant] future!
Leanne Dormer
This course is brilliant! Extremely easy to follow and understand. You are able to do it in your own time so there's no pressure.
I've now just completed it and enjoyed the whole experience. I can't wait to get my little business up and running. Thank you all
Louisa Forsyth
For me, as a current employee in Human Resources, this HR Management Course was an excellent opportunity to get more insight of the industry and my job role. The course provided with a lot of relevant information that I could relate to in my job role as well as find ideas that I would be able to adapt in my workplace. I am keen on sharing my knowledge and implementing these new ideas in order to help our company achieve success. Would highly recommend this HRM course to people desiring to join Human Resources as well as the ones already working in the industry as everyone will be able to obtain something that will help them develop as a worker, a person and a future HR Manager!
Sandra Zinkeviciute
Great course. Easily readable online, no jargon and had up to date information and illustrations as well as the sources that were used within the modules. Most modules had an assessment at the end where you could check your own knowledge - this was a great add on to ensure you are up to speed. The exam was easily laid out great with no tricky to read questions. The completion certificate was easily accessible on completion and you are given your grade immediately after the exam - it even gives you the option to see your incorrect answers so you can review them in your own leisure. All of the modules are printable so you can ready back as often as you like. Not only this, but throughout the whole course, you have the ability to email representatives of the course who will answer any questions you may have and they are very prompt with their responses. I was overall very happy with this course and will definitely keep New Skills Academy in mind when taking future course. Thank you!
Gemma Johnston
Quick and easy, can learn in your own time which was great. I have an 8-week old baby and managed to complete with no pressure. Everything was broken down so well and helpful videos along the way.
Will be taking more courses with New Skills Academy, I wish I did the course years ago. I have the experience in waxing but because I gave up my college course to have my baby, I don’t have the time to go back and I was close to qualifying.
I took this course and passed without all the hassle of going back for a year. Thank you, New Skills Academy.
Sofia Legg
I wanted a qualification to back up the practical experience I had gained in my last job. I found logging in and navigating the site very easy and I really like the flexibility it gave me; being able to study around my usual working day. The topics were well laid out and explained and I understood well through relevant examples.
The test at the end was straightforward however some rewording of the multiple answers would make it more understandable. But otherwise I'm really happy with this course and I have actually learnt more than I expected.
I would not hesitate to use this company again and have in fact bought another course since.
Jenna Woollon
Why you should study with us
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RRP
€100
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Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
It was an eye opening course that was flexible and easy to access. I was able to complete it from the comfort of my own home whilst also having the tasks to complete which enabled me to check my knowledge. I know feel much more confident in my field of work and really enjoyed doing it.
Ellie Clarke
Yet another well laid out course. This is my 3rd course so far with New Skills Academy.
More than likely will be back for another one soon. This course was enjoyable to do, and I learnt a lot and passed first try. My certificate will be up on the wall soon.
Rob Coops
I found this course incredibly useful, as it provided me with practical knowledge which I can implement in my role as a Support Worker. The videos were clear and concise, and the downloadable worksheets reinforced what I had learned as I was able to put pen to paper. Overall, a fantastic course for a great price! I am looking forward to taking on my next one.
Teleisha Harley
